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Report For Cheryl M. Thomas at Gray Haven

Report For Cheryl M. Thomas at Gray Haven

0%
Current Score
71.52%
Average Score
  • 72%
    06-14-2019
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl's greeting was professional and friendly. She introduced the name of the community and then introduced herself. She also asked for my name.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl asked me what size townhome I was looking for and I let her know that I wanted a one or two bedroom. She asked me how soon I needed to move and I told her in one month. She asked me for the number of occupants and I told her that it would just be me moving with one cat. She asked how I heard about the community and I told her apartments.com. She asked me what made me want to rent in Dundalk and I told her that I needed to leave the city.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?Yes5/5
  • Did the leasing consultant ask if you had looked at the community online?Yes5/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?Yes5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?N/A5/5
  • Did the leasing consultant ask what interests you about the local area?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 35/40
    35
    87.5

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Cheryl asked me what I was looking for and I told her that I was interested in an updated townhome if possible. She did not ask me specifically if I had looked at the community online but she asked me how I heard about the community and I told her apartments.com which is online so points given. Cheryl did a good job of going over the community's amenities and did not ask me if I wanted a specific floor plan. She asked me what made me want to rent in Dundalk and I told her that I needed to move out of the city and was interested in moving to the county.

I gave points for question #6 because this was a townhome community so floor preference was a mute point.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 8/10
    8
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

After discovering the size home I needed Cheryl did quote the prices. She also let me know that the updated units had central air and the standard units did not. The central air definitely added value.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.Yes2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl asked me when I would like to come out and see the property and we scheduled a time for later that same day. She asked me if I was familiar with the area and also gave me the property address to make finding the community as easy as possible.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl repeated the apartment time back to me. She asked for my email and phone number towards the end of the conversation and gave a very friendly good-bye.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl was very competent and created a sense of rapport during our conversation. She controlled the conversation and her presentation felt very natural. Cheryl was very thorough during the conversation and answered all of my questions as well as offering additional information about the community.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. No0/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 10/20
    10
    50

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl greeted me from behind her desk while in a seated position. She did seem friendly even though she did not stand. She introduced herself by name and welcomed me to the community. She seemed eager to help me when I arrived.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 10/12
    10
    83.33

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl had a guest card on her desk when I arrived. My move date and the size of the apartment was also reviewed as well as my reason for moving. She also asked me if there was anything specific about the area that interested me.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."Yes5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?No0/5
  • Were the things you would like to change about where you currently live reviewed?Yes5/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 35/40
    35
    87.5

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

I told Cheryl that I wasn't that familiar with the area but I did want to live somewhere that was convenient to shops and local conveniences. She listed all of the local shopping and grocery conveniences near the community. We discussed the features that I was interested in and I emphasized that I would prefer the updated two bedroom with a dishwasher. She let me know that the standard apartments didn't have dishwashers but the updated units did have dishwashers. She asked me if there was anything about my current area that I wanted to change and I told her that there had been a lot of break-ins.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.N/A2/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 22/22
    22
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl let me know that we would be driving to the townhouse after she completed the qualifying questions. She was very much in control of the tour. She mentioned that management did a great job for maintenance including pest control if necessary.

During the tour, Cheryl discussed the size of the townhome and she also described the difference between the standard and the updated townhomes. We toured a vacant two bedroom standard townhome. Value was added to the tour when Cheryl pointed out the additional storage attached to the unit as well as off-street parking in the back.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."Yes5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

My concern was that the available apartment was not updated. She offered me the option of looking at their sister community at Rivers Crossing or enter a short term lease and then moving again once a renovated unit became available. Based on the information that Cheryl provided it was clear that she had handled my objections.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."Yes5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 20/25
    20
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Urgency was created during the presentation when Cheryl let me know that the renovated two bedroom townhomes really rented quickly. Cheryl asked me to apply during our phone conversation before I went to the community. She attempted a second close by letting me know that I could still move forward with a standard apartment and then move again once an updated apartment became available.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?N/A0/2
  •  Total: 18/20
    18
    90

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl seemed very enthusiastic during our tour and her presentation seemed very natural. She knew a lot about the community and the surrounding area. She was very polite and seemed to sincerely want to help me find what I was looking for.

We chatted about the weather and I felt like a sense of rapport was created early into the presentation. Cheryl was dressed in business casual. During the presentation, my name wasn't used.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Cheryl did not ask any discriminatory questions during the tour and I did not feel steered to a certain part of the community. No delay tactics were used during the tour. Cheryl provided me with rental information including the current rental rates.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

I did not receive a follow-up call/ or email at all.

Performance Evaluation

Total Phone Score: 94%
On Site Score: 80%
Total Score: 0%

General Questions